Shipping / Returns / Payments
Returns
We offer a 14 day return period for you to review your purchased gemstone.
The 14 day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your gem you can return it to us for a refund. While you have possession of any item you are fully responsible for its value and care.
Refunds exclude any taxes or import duties that you might have paid to your local border authority via Fedex. In the event of a return for refund you may need to contact your local border authority directly for the refund of any import duties or taxes.
Should you wish to return an item please contact us for a Return Authorisation, Fedex return shipping label and return instructions. The goods will need to be taken to your nearest Fedex location for return.
Please note that returned gemstones must be in their original, un-set condition (free of damage) and accompanied by all original documentation and packaging. We will not accept for refund any gemstones that have been set, scratched, chipped, fractured, weigh differently or altered in any way.
Once we receive the returned gemstone we will assess it and verify it for refund. You will be contacted to be advised if the item is approved for refund. Refunds must be processed via the same payment method that was used for purchase. For security reasons we cannot refund a credit card payment to another card or to a bank account. Please allow 7-10 days for payments to be processed.
Shipping & delivery
Delivery is free. Orders are shipped with FedEx International Priority from our offices in Auckland, New Zealand. Delivery dates may vary based on receipt of payment. Most orders arrive within 3-7 business days, but customs processing times can vary based on your location.
On arrival, Fedex will contact you to advise total import taxes and duties. These charges are levied by each country's Customs department and only passed on via Fedex for release of goods. Please note that in the event of a return for refund you may need to contact Customs directly for refund of your import taxes.
Please note that Fedex require a signature and identification on delivery. If they are unable to obtain this then goods will not be delivered and they will attempt delivery at another time. Deliveries must be made to a business or a home address, we do not ship to Post Office Boxes.
We handle each order individually and will remind you upfront about duties and taxes when we confirm your order and details.
Insurance & taxes
For your protection we insure and declare all items for their full value. We do not charge VAT or GST on any of the items that we supply to you. However, VAT/GST taxes may be levied by your country's customs department. Customers are responsible for any duties, VAT/GST, taxes or surcharges levied or charged by customs, so please check with your local authority prior to placing your order to confirm these charges.
Tax & duty estimates
ASIA
Hong Kong There should be no duty or taxes applicable to your order and delivery.
Malaysia There should be no duty or taxes applicable to your order and delivery.
Singapore Prior to releasing your item for delivery, FedEx will contact you to facilitate the payment of taxes. Credit cards can be used for the seamless settlement of these taxes. GST of 7% of your total order will be payable.
USA
Prior to releasing your item for delivery, FedEx will contact you to facilitate the payment of a merchandise processing fee of $31.50 or 0.3464% of the total (whichever is higher). Credit cards can be used for the seamless settlement of these taxes.
AUSTRALIA
Prior to releasing your item for delivery, FedEx will contact you to facilitate the payment of taxes. Credit cards can be used for the seamless settlement of these taxes.
Australian import taxes are determined based on the value of imported goods exceeding AU$1,000. While there is no customs duty on loose gemstones, you will be charged 10% GST on the total purchase amount in AUD.
There is an additional Import Processing Charge of $88.00 for items valued between AU$1,000 and AU$10,000 and $190.00 for items exceeding AU$10,000.
Moreover, if the cumulative import tax amount surpasses AU$300, FedEx imposes an Advancement Fee equivalent to 2.5% of the total import tax amount.
In the event of a return, you can obtain a refund for your tax payment by contacting the Australian Border Force.
EUROZONE
Prior to releasing your item for delivery, FedEx will contact you to facilitate the payment of taxes. Credit cards can be used for the seamless settlement of these taxes.
The below taxes and duties may be applicable depending on the country you are purchasing from. Please note that these are correct at time of publishing but subject to change depending on individual country’s policies.
Austria VAT: 20%
France VAT: 20% (CRITICAL NOTE: If you are having gemstones shipped to France, please note that French law prohibits courier services, such as FedEx, from utilizing their in-house brokers for customs clearance, a practice commonly accepted in other countries. You must have your own customs clearance agent.)
Germany VAT: 19%
Greece VAT: 24%
Ireland VAT: 23%
Italy VAT: 22%
Luxembourg VAT: 17%
Monaco VAT: 19%
Netherlands VAT: 21%
Portugal VAT: 23%
Spain VAT: 21%
Switzerland VAT: 7.7%
